Background

Refund & Cancellation Policy (Malaysia)

Effective Date: October 17, 2025

This Refund & Cancellation Policy (the “Policy”) explains how TEERA.AI (“TEERA.AI”, “we”, “us”, “our”) handles trials, plan changes, cancellations, and refunds for our accounting SaaS. It should be read together with our Terms of Service (Malaysia) and Privacy & Data Protection Policy (Malaysia).

Summary: TEERA.AI offers a 30-day free trial. All paid fees are non-refundable, except for limited circumstances listed in Section 7 (Exceptions) where required by law or for verified billing errors. Cancellations take effect at the end of the current paid term.

1. Scope

This Policy applies to subscriptions for the TEERA.AI SaaS (including invoicing and e-invoice modules). It does not apply to physical goods or third-party services purchased from other vendors.

2. Trials

  • Length: 30 days free; no charges during the trial.
  • Plan selection: At trial start, you indicate intended companies (1 → Signature trial; 3 → Infinite trial). You may change plan during the trial.
  • Auto-conversion: The trial converts to a paid subscription only if you (i) confirm a plan and (ii) add a valid payment method before day 30. If not, the trial expires automatically.
3. Billing Cycles & Pricing

  • Monthly and Yearly plans are available. The Yearly plan is displayed as an equivalent monthly rate, but checkout shows the total for 1 year. The Monthly price may differ from the yearly monthly-equivalent.
  • Auto-renewal: Default ON. We provide renewal notices 30 days before Yearly renewals and 7 days before Monthly renewals.
  • Price changes: Prices may change with 14 days’ notice (applies at next renewal). If you have prepaid for a Yearly term, your paid price is honoured for that tenure.
  • Taxes: Prices displayed in-app exclude SST. Where applicable, SST at 8% is added at checkout and shown on tax invoices.
4. Cancellations

  • How to cancel: Use your Account portal or email billing@TEERA.AI.
  • When it takes effect: Cancellation applies at the end of the current paid term (Monthly or Yearly). Access continues until then.
  • Grace for failed renewals: We provide a 7-day grace period to resolve payment issues before suspension.
5. No Refunds (Default Rule)

Except as described in Section 7 (Exceptions) or where required by law, all fees are non-refundable. This includes, without limitation: unused time in a billing period, partial months, feature non-use, account inactivity, or downtimes without a contractual credit commitment (see our No SLA/Credits statement).

6. Plan Changes (Upgrades & Downgrades)

  • Upgrades: If you upgrade mid-term, we will grant immediate access to the higher tier and charge the difference for the remainder of the current term or start a new term (at our discretion). Upgrades are not refundable.
  • Downgrades: Take effect at the next renewal. No credits or refunds for unused time or feature differences. Prior to downgrade, we display a clear warning; some data/features may become limited or unavailable in the lower tier. We may archive or restrict access to data that exceeds downgraded limits.
7. Exceptions — When a refund or credit may be considered

TEERA.AI may, at its reasonable discretion or where required by Malaysian law, issue a refund or account credit in the following limited cases: 1) Duplicate charge or billing error clearly attributable to TEERA.AI or our payment processor, if notified within 30 days of the charge. 2) Fraudulent or unauthorised payment not caused by your negligence or account compromise, supported by adequate documentation. 3) Statutory or mandatory rights that cannot be excluded under applicable Malaysian law. (TEERA.AI’s Services are primarily B2B; if you qualify as a consumer under Malaysian law, your non-excludable rights remain unaffected.)

Exclusions: We do not provide refunds for change of mind, dissatisfaction without a verifiable platform fault, failure to cancel before renewal, lack of use, or service interruptions not covered by a specific contractual credit.

Form of refund: Approved refunds are returned to the original payment method only. Processing times vary by provider/bank (typically 5–10 business days after approval). Where refunds are not feasible, we may issue an account credit for future invoices.

8. Chargebacks

Initiating a chargeback does not automatically entitle you to a refund. We may suspend or terminate access in response to chargebacks and will provide documentation to the payment provider to contest unjustified disputes. Please contact billing@TEERA.AI first to resolve billing issues quickly.

9. Promotions, Coupons & Trials

Promotional pricing, coupons, or free-trial offers are one-time and non-transferable. If a promotion ends or eligibility changes, standard pricing applies at renewal unless otherwise stated. This plan is applicable for NEW subscriptions only.

10. Data Export & Deletion After Cancellation

After cancellation or expiry, you may export Customer Data for 7 days. We will delete or irreversibly anonymise Customer Data by day 14, subject to legal retention obligations. See our Terms of Service and Privacy Policy for details.

11. Requesting a Billing Review

If you believe a charge is in error, contact billing@TEERA.AI within 30 days of the charge with: your account email and invoice number(s); a description of the issue and any relevant screenshots; and your requested resolution (correction, refund, or credit). We will review and reply in a reasonable time. Additional documents may be requested.

12. Changes to This Policy

We may update this Policy to reflect changes in our pricing or legal requirements. We will post updates with a new Effective Date and, for material changes, provide reasonable prior notice in-app or via email. Continued use after the Effective Date constitutes acceptance.

Contact
  • Billing & refunds: billing@TEERA.AI
  • Legal: legal@TEERA.AI